Both books push for passion. Both books reference some small business and some large business examples for doing customer service in the new world. Both are heavy on evangelizing the new tools and why they matter. As a former customer service person, I think that Marsha Collier’s book does a little bit more to tie these ideas back to a mainstream customer service practice, but I think that both books are very much worth picking up to get a better take. Watch my video review, if you’d like: